If you do win an upgrade and require assistance, when you arrive at the station please contact the station staff on the platform and inform the team that you have been upgraded through Seatfrog. You'll then need to show them your original ticket and your ‘upgrade’ ticket on the Seatfrog app. They will direct you accordingly.
For more specific information on your rail company, please follow a link below:
Avanti West Coast
CrossCountry Trains
EMR
Grand Central
Greater Anglia
GWR
LNER
TransPennine Express
Transport For Wales
Passenger Assist
If you need assistance for your train journey, there are lots of ways to request it.
Think of Passenger Assist as your trusty sidekick for train journeys. You can request assistance in advance, and any train company will make sure you're taken care of from start to finish, even if you're hopping on multiple trains.
Here's what Passenger Assist can do for you:
* Help you navigate the station like a pro 🗺️
* Give you a hand getting on and off the train 🚶♂️🚶♀️
* Meet you at your train and guide you to your next ride or the exit 🤝
* Arrange a ramp for easy access on and off the train ♿
* Assist with any non-visible impairments you might have
* Carry your bags (up to 3 items, as per the National Rail Conditions of Travel) 🧳🎒💼
* Hook you up with an Assistance Dog Under Seat card 🐶
How to use Passenger Assist
There are loads of ways to request assistance, so take your pick!
* Use the **Passenger Assistance by Transreport** app or website to make your request. You'll get a confirmation email once everything's sorted. Check out the National Rail Passenger Assistance by Transreport page for more info on the app! 📱💻
* Head over to the Passenger Assistance website (external link, opens in a new tab) 🌐
* Call **0800 022 3720**. **Choose option 1** and let us know your travel plans. We'll connect you with the right train company to get your booking request sorted 📞
* Text **60083** (Monday to Friday, 09:00 to 17:00) with your Passenger Assist query 📲
* Use textphone/minicom: **0345 60 50 600** ☎️
Once your text or textphone request has been received, you'll be sent a message with the number you need to contact. Easy peasy! 😊
Help with your luggage? 🧳
If you're disabled, older, or less mobile and need some help with your luggage, just ask for assistance through Passenger Assist or on the day at the station.
For everyone else, you're in charge of your own luggage. Some stations have luggage trolleys to make life a bit easier. 🛒
Keep in mind that different train companies have different luggage policies, so check the allowance for your train company on their website before you travel. 🚂🧳